Senior Complaint & Fraud Escalation Specialist

Qcells North America; Irvine (CA); On-site; USD 79,000 - 94,000; Full time

Job summary

Hanwha Q CELLS America Inc. in Irvine, CA is seeking a Complaint & Fraud Escalation Specialist to lead investigations of high-risk customer disputes and ensure compliant resolutions.

You will partner with Compliance, Legal, Operations, Sales and Risk to drive timely actions. The role requires 5+ years in customer escalations or risk in financial services, strong analytical skills, and experience with Salesforce or similar CRM systems, with an emphasis on precise documentation and process

Qualifications

• Bachelor’s degree or equivalent experience with 5+ years in customer service, dispute resolution, or risk roles in financial services.
• Solid knowledge of consumer lending practices and regulatory standards.
• Ability to independently manage complex cases from intake to resolution.
• Strong analytical, investigative, and decision-making skills.
• Excellent written and verbal communication, including drafting formal responses.
• Experience with Salesforce and CRM tools.

Responsibilities

• Serve as primary contact for escalated customer concerns on financial agreements.
• Investigate escalated complaints using CRM systems and internal tools.
• Apply policies and regulatory guidance to determine resolutions.
• Collaborate with Compliance, Legal, Operations, Sales, and Risk teams.
• Document summaries for leadership and regulatory inquiries.
• Maintain audit-ready case documentation in CRM.
• Identify trends and recommend process improvements.
• Help develop escalation workflows and training materials.

Skills

Analytical skills

Investigative skills

Communication skills

Regulatory knowledge

Customer service experience

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

CRM platforms

Microsoft Office Suite

Microsoft Forms

LexisNexis

Job description

Hanwha Q CELLS America Inc. in Irvine, CA is seeking a Complaint & Fraud Escalation Specialist to lead investigations of high-risk customer disputes and ensure compliant resolutions.

You will partner with Compliance, Legal, Operations, Sales and Risk to drive timely actions. The role requires 5+ years in customer escalations or risk in financial services, strong analytical skills, and experience with Salesforce or similar CRM systems, with an emphasis on precise documentation and process